I had a very pleasant two-night stay at the Staybridge Suites Atlanta Airport. This is a well-run airport hotel. All of the staff were extremely friendly and helpful. GM Maile was kind enough to upgrade me to a one-bedroom suite on the top floor on the quieter side of the hotel. The breakfast buffet was tasty and regularly replenished. Kudos to Operations Manager Destiny who went out of her way to be helpful. I look forward to an upcoming stay around the end of April.
Great hotel. Room was clean and services. Buffet breakfast was good. Right by the airport. You take the airport tram and it’s two stops to & from the airport. I enjoyed my stay.
We were supposed to stay for a week, but checked out after the first night. Upon arrival at 5p (check in starts at 4p), we found a lobby full of waiting guests and were told that rooms were not ready yet. 2 hours later, we were finally checked in - at 7pm! The lobby still had at least 4 more families still waiting. The staff offered a measly ”sorry for the wait” but that was about it. No one was offered water or anything to drink, nothing to eat, etc while we waited for hours. In fact, one of the staff began complaining to her co-worker that she was going to quit the evening shift because she's tired of the guests being impatient and not understanding. Like WE were the problem. Hilton members who had used the app to check in were no exception. Still had to wait like everyone else. And nothing offered as compensation. When we finally did get to our room, it was pretty bad. The hotel is old and outdated, with stained carpet throughout the hallways, chipped furniture, dirty A/C units and gross bathrooms. Our room had a very strong, pungent smell of pinesol, lysol, and mold/mildew. It was so strong that both of us in the room got headaches after about an hour. Mine turned into a migraine. By morning, I was also stuffy and congested, mist likely from the mold they are obviously trying to mask with this disinfectant smell. Because we got into our room so late and many hotels in the area were unavailable, we stayed this first night but I had already booked another hotel for the rest of the week and we left by 7am. I went to the front desk to check out but no one was there & we had somewhere to be in the morning so I couldn't wait around. I decided I'd check out on the app and we left. The app wouldn't allow the check out since we were leaving 6 days early, so I tried calling the front desk. It went to voicemail so I left a message with my name, room number and the reasons we were checking out. I called 2 additional times that morning, both went to voicemail. After not hearing from anyone, I began dealing with Hilton customer service. It took Hilton 2 additional DAYS to reach someone and after leaving on Sunday, I finally received a receipt on Tuesday evening showing I had checked out 2 days prior. Still never heard from a live person from the hotel. This was an awful experience. We were there for 12 hours and were miserable every second of it. Do yourself a favor and avoid this place at all costs.
ゲゲストI am a Marriott Platinum Elite member and have been loyal to Marriott for 7 years. I’ve stayed at Marriott chains all over the country & this location has the worst customer service & staff by FAR. First of all the security for the hotel attempted to hit on me during our first interaction but I kindly turned him down bc I am married. Very unprofessional when you’re at work! Secondly upon checking in the room, there were stains on the curtains, couch and a cigarette burn hole on the bar stool. No seats for the balcony or any privacy on the balcony. The kitchen could’ve been cleaner & the sheets on the bed were not the correct size, there was a mattress cover but no fitted sheet. We didn’t even complain! The real issue came when we were woken up at 8:30am by security BANGING on the door like the Swat team. He literally woke me and my daughter up and was at the door telling my husband that we were smoking and that he could smell it and that we needed to leave the property and would be charged a $500 fine! I immediately told him that we were not smoking and that we smell smoke too and my husband had an incense burning to block the smoke smell from getting to my daughter. We are not tattle tells so we did not care to call downstairs to make it an issue, it was easier to light the incense. We literally travel with these incense bc sometimes there are pet or smoke smells at some of these hotels. The security guard seemed to not care about what I was telling him so I told him not to come back to my room without a manager. He came back twice WITHOUT the manager, said the manager was unavailable and brought a luggage cart telling us we needed to leave or he was going to call the police! I told him to call them bc I was not leaving without a refund. He kept lying to his manager on the phone saying that we were refusing to leave but not telling him what I was saying which was COME BACK WITH YOUR MANAGER. The security guy was extremely rude & aggressive and needs to be FIRED. The manager FINALLY came up to the room 20 min later smh and when he did I offered him to come inside and smell or take a look bc we had nothing to hide. He said he could smell smoke but not tell what it was and I informed him we had an incense burning. He asked us to put it out and said that we couldn’t burn incense or light candles at this hotel. That was my first time hearing a no incense or candle burning policy from Marriott. He told us we were fine and to enjoy the rest of our stay without even addressing the rude behavior from security. I told him we would be checking out immediately and calling Marriott customer service for a full refund for being woken up and harassed. I called customer service as I was checking out to file a complaint and ask for assistance with getting a refund. Well here it is a week later and the hotel STILL hasn’t given me a refund or returned my deposit! Customer service team said the manager said he would not be returning my funds so I’ve escalated it to
SSSB1016This is the former W Buckhead hotel. It’s not as old as other hotels in the area but doesn’t seem to be as well taken care of. They have some sort of staffing shortage. I’m not sure if the fired staff or didn’t replace them after the pandemic but it’s very evident in the service and upkeep of the hotel. The air condition in the room went out daily during my three night stay. The unit displayed that the filter needed to be replaced. Maintenance would just come in, vacuum the furnace and leave. It would work for about 12 hours before it went out again. This was during a heat wave in Atlanta and the temperature outside was over 100. The front desk didn’t even seem to care that the rooms were unbearable. Ideally a nice dip in the pool would have been nice on such a hot June weekend. However the tiny pool was full of bugs and needed to be cleaned. I only needed to have breakfast once to find out it was a bad idea. The food at the Sister Restaurant was horrible. The omelet tasted like an ingredient was spoiled. The eggs were already cracked and in a bowl on the counter. The server was nice. Things got even worse when I checked out. The hotel system was down so they needed to send the receipt after I left. When I received the receipt there were a multitude of charges for the bar that were not mine. The hotel staff never answers the phone and refused to respond to my multiple emails. I eventually had to dispute the charges with my credit card company. The faulty AC, dirty pool, and excess charges made me regret giving this place a chance.
RRonald BI arrived at Sonesta later in the evening after searching for a location that met my primary goals of being safe, proximity of the stores and services immediately surrouning it, and customer service of the staff because it always carries over into the cleanliness of the facility. The young lady working the desk (Shae) was very helpful and made my check-in process a breeze, she provided me her best reccomendations and infomration on the food locations immediately around the location, offered my options on floor of my choice for my room selection and even provided me information on the events within the city that night and the rest of the weekend, she alone made staying here feel safe and like home which refreshing and a comfort when travelling alone as I was. The beds were super comfortable and the oversized lounging couch that folds out into a sofa-bed gave me an in-suite feel though it was just a standard hotel room. The locations is right next to the interstate and in great proximity to the major attractions (world of coke, aquarium, NFL/MLS stadium and more) thank you Shae and Sonesta for a great stay!
NNDLAStayed three nights this past weekend. The only thing I can say good is the room was nice. We checked in with a clerk who was polite though not overly welcoming. Our room was on the 3rd floor and the elevator was kinda scary, lots of loud grinding noises. Through our stay we learned the elevator was a problem, loud, jerky and when you tried to go to the first floor, the button light was broken, you had to press it 5 or 6 times before it would move, giving you time to wonder were you going to be stuck in it. Breakfast was ok. Typical for a mid-range hotel. The waffle mix was not good though. Had a very sour taste like it was old. The worst part of breakfast was the worker. She was RUDE! The first morning she said good morning and we responded and then she loudly said ”I'm down here cooking y'alls food, the least you could do is tell me good morning.” Then we heard her tell another guest he needed to return the serving spoon to the right spot because unless he was leaving her a tip (yes, there was a tip jar on the counter) she wasn't there to clean up after him. Our last morning there, she told my 19 year old daughter her shorts were too short and she could ask her to leave as she wasn't dressed. But the woman she was laughing and chatting with moments earlier in the cropped belly baring tank top was apparently just fine. There are signs asking guests to not wear PJ's to the breakfast area and SPECIFICALLY mentioned tank tops were not to be worn. Guess there are different rules for different people. Both days we returned to the hotel after being out our keys were deactivated. We had to go down to the desk to get them fixed (scary elevator!) and the desk clerks did it but were not apologetic at all for the trouble. Upon check in, I got a text saying housekeeping would service the room every 3 days. As we were only going to be there for 3 days, I inquired if I could request housekeeping services. The clerk said to just let them know when we would like service and they will send housekeeping. Our second morning, I stopped at the desk on our way out and asked to have to room serviced and notified them the showerhead had a leak that was spraying the ceiling and could maintenance take a look at it. This clerk was very nice and said she would take care of it. When we returned that evening after being gone all day, no one had been there. All I expected was the beds made, towels replaced and the trash emptied but that was apparently too much to ask. There were ice machines on the 1st, 3rd and 5th floors. The one on the 3rd floor (ours) gave very little ice and when I went to the other ones, neither worked at all. So if you stay here and want ice, bring your own. I did mention the housekeeping issue when we checked out and the older man at the desk apologized for the oversight. The worst though was when we got home. My daughter realized her glasses were missing and was thinking she left them on the bathroom counter at the hotel. She called and the clerk